Frequently Asked Questions
Absolutely, at Empire Outlet we pride ourselves on creating perfectly tailored luxury suits that fit your unique build like a glove.
To submit your custom measurements simply select the “Made to Measure” option on the product page. Here, you will be asked to enter your unique measurements. If you’re unsure on how to properly measure yourself, check out our handy size guide for all the key information about getting your measurements right.
Once you’ve sent in your measurements, our team of expert tailors will start creating your custom-made suit with the perfect fit.
If you wish to cancel your order, please email your order number and reason for cancellation to email@example.com. Our friendly customer service team will get right back to you and will guide you through the cancellation process.
All of our material is expertly sourced and procured by an artisan tailor with 50+ years of experience. This fabric is then woven into an exquisitely handcrafted suit by one of our professional tailors based in China.
Only the highest quality and best value for money fabrics make it into our ranges.
Our average delivery time varies depending on what you’ve purchased and whether it’s “Made To Order” or a “Stock Item”, as our products ship from different locations.
All Accessories, Shirts and Clearance items are held in stock at our UK warehouse and will be despatched on the same day or next day via DPD.
Our made to order products including our Two and Three-piece Suits, Coats, Jackets, Waistcoat and Trousers are meticulously handcrafted to order by our artisan tailors. Once your suit has been crafted, it’s first checked by our quality control team and then dispatched directly to you from our Chinese warehouse via DHL International or EMS.
MADE TO ORDER
Once your tailor has created your product it will undergo quality control testing to make sure the stitching, fabric and size are all perfect. It will then be processed for shipping with DHL International or EMS, please note that the customer is responsible for customs and import duty costs.
Once your order has been prepared, you will receive an email that include your tracking number so you can keep an eye on your items as they travel to you. Please don’t be alarmed if your tracking number doesn’t immediately appear on the tracking website as it can take 2-3 working days to appear on their portal.
Stock items and clearance suits are processed and dispatched within 24-48 hours from the point of ordering. Your order will be delivered by DPD on a Next Day Delivery service.
Once your items have been dispatched, you’ll receive email and text notifications that allow you to track your package and request additional services such as Leave In a Safe Place or Leave With a Neighbour if you’re not around to receive the package when the delivery is attempted.
DELIVERY INFORMATION AND TIMESCALES
UK Addresses - DPD Next Day Delivery*
EU Addresses - DPD Europe By Road (2-3 days*)
International Addresses - DPD Air Express (4-6 days*)
Please note that delivery may take longer in or during the approach to holiday seasons such as Christmas, New Year or Easter. This also includes Chinese New Year.
We try our hardest to ensure that you receive your items as quickly and efficiently as possible. However, sometimes there may be unforeseen delays with shipping that are beyond our control. If any issues do arise in the delivery process we will contact you and keep you up-to-date with any information regarding your delivery.
We cannot be held responsible for delays in shipping outside of our direct control.
All of our suits are manufactured and imported directly from China to you. You may be required to pay a customs charge to DHL.
Unfortunately we cannot estimate what this charge may be, however, based on our experiences charges can range between £4.50 - £30 for deliveries made to the UK. Please read and understand the Customs and Import laws for your particular country to approximate what the charge may be before purchasing.
Customs/Import tax is the responsibility of the buyer so please take this into consideration before purchasing.
We abide by the consumer legal “cooling off’ right, which means that you have the right to return your purchases without question and obtain a full refund within 14 days of purchasing the item. But please be aware that all customised suits are non-returnable.
To return your items, please email us at firstname.lastname@example.org. Our customer service team will then be able to provide clear instructions on what to do next, including our returns address.
Once you’ve notified us of your intent to return you must send your items back to us within 14 days. After this point, we cannot accept your return. Please also note that you are responsible for all shipping costs.
Once we’ve received and approved your items, we will process your return and issue a full refund within 14 days.
For more information, check out our Sale Terms and Conditions.
We’re committed to ensuring that you get the very best fit and are happy to exchange your order if you have a valid reason. We will exchange your purchase within 14 days of receiving them if:
• You ordered the incorrect size
• The wrong size was delivered
Please note that customised suits are not exchangeable.
To exchange your purchase for a different size or for a different suit altogether, please email email@example.com and our friendly customer service team will provide clear instructions of what to do next. We will also work with you to ensure that you get the right fit for your body shape.
Once you’ve notified us of your intent to exchange you must send it back to us within 14 days. After this point, we cannot accept your exchange.
Once we’ve received and processed your return, the new item will be shipped to you via our nominated courier, DPD (see "What is the average delivery time" for more information) if the item is in stock.
If the item is not in stock, we will ship an item of equal value and style subject to your agreement. Any exchanges for suits will be reproduced free of charge if the item is not held in stock in our UK warehouse.
If, when we receive the return, we deem that you have damaged the goods then the exchange will be denied and the suit returned to you. Please note that you are responsible for all shipping costs.
Please note that your right to exchange does not affect any separate legal “cooling off” rights to cancel the contract and obtain a refund. Please see our Sale Terms and Conditions for more information about “cooling off”.
If you’re sending back your purchases for either a refund or exchange, you will need to send us your items in their original packaging and in the same condition that they arrived. Please be sure to include a note of your order number, your return address and any alterations you require.
Details of where to send your order will be given to you by our customer service team.
We are dedicated to ensuring the security of our customers when purchasing with us online. We take your sensitive data very seriously and have taken steps to ensure that it is safe and well protected.
We are fully PCI:DSS certified. PCI:DSS is the Payment Card Industry Data Security Standard, and this is a worldwide standard that was set up to help businesses process card payments securely and reduce card fraud.
We also offer PayPal as a means of purchasing, which means no matter how you place your order, you will enjoy all of the payment protection benefits that PayPal and industry security standards bring.
If you have any problems with your order, please contact us at firstname.lastname@example.org in the first instance.